Susan Olivares

Santander Consumer USA

09.2013 - 12.2023

Lead an aspect of Quality Assurance program through collaboration with internal and external business partners
Responsible for the monitoring, evaluating to all policy and procedure throughout all aspects of Servicing/Collection
Build effective relationships with management and business leadership
Maintains a comprehensive working knowledge of Originations and/or Servicing policy and procedure
Maintains a comprehensive working knowledge of all tools that are available to each associate
Assists with the creation and implementation of QC policies and procedures
Documents and reports results on policy and procedure review to senior management
Continually evaluates and enhances workflow to implement best practices
Special projects as requested
Reviews and decision any potential inconsistencies identifying by the business
As needed
Performs side by sides with New Hires to assist the onboarding process and development
Assists with facilitating team and business calibrations inclusive of bilingual calibrations
Ensures accuracy with quality reviews by performing regular audits
Reviews and maintains the dispute process to ensure integrity of results
Professionally and timely corresponds with business management to provide requested feedback
Facilitate internal training and calibration sessions with Quality Control team
Takes ownership of ongoing development with self and team members
Assist with the creation and training of new Quality Control scorecards